Integrated Government Solution

Integrated Government Solution

Problem Solution Benefits
Siloed and legacy data sets in the organisation impaired business efficiencies, productivity and decision-making. Strategies to consolidate data or create data lakes were considered expensive, as well as resource and time consuming. We deployed ECI in an iterative, scalable method, avoiding unnecessary business disruptions, excessive costs and loss in productivity. We also delivered seamless access to global search capabilities and business insights which resulted in definable ongoing benefits.
  • Sub-second search across more than 1 billion documents and records from several repositories.
  • Significant reduction in investigation times.
  • Annualised efficiencies calculated at $4m, increasing to over $11m.

Problem

Frisk was engaged by a government organisation with the objective of significantly improving its democratisation of data. This was viewed as a critical way to improve data driven decisions, productivity, and efficiency across the organisation. At the core of this project was a need to assist users in their investigative work, which required significant amounts of research and analysis across several structured and unstructured data sources.

Prior to the commencement of this project, our client’s key pain points included:

  • Staff wasted an inordinate amount of time looking for the right information to progress their work. They could not find it if they didn’t know exactly where it was saved.
  • Searching was incredibly slow, with limited ability to refine a search.
  • Searching was practically limited to the database fields or file metadata. Finding the right information based on free-format text was not possible—even within a specific investigation. It often took specialist staff weeks to find results.
  • Manually intensive analysis made it difficult to identify systemic issues and linked risks.
  • Difficulty in assessing the downstream impacts of their successful investigation identification ‘profiles.’
  • Difficulty in justifying early closure of an investigation based on final outcomes of previous investigations with similar circumstances—i.e. how best to utilise the team’s capacity to get the best results.
  • Important information is stored in many locations and formats. These don’t ‘talk’ to each other, making the task of getting an enterprise-wide view of an issue or client extremely laborious.

Solution

ECI Release 1 initially provided search capability to frontline compliance staff (6,700 users) over the 135 million notes, documents and attachments that were previously hidden within Siebel CRM, Case system and the document repository. At the time, the inability to search and retrieve the right client interaction or record, was the number one staff irritant. We connected the data from these sources on the basis of both clients and cases.

We enriched it to infer the legislative foundation for a case and the client’s industry, and identify key document types based on their content rather than filename. These are not codified in a database, rather identified using natural language and other analytical processes on the text in databases and documents. This empowered staff to deliver annualised efficiency savings, in terms of time saved to complete cases of $4 million per annum. The success of our initial deployment demonstrated the potential for future releases.

The next major release extended the footprint of searchable data to include Siebel Work Management, file-shares, discrete datasets, and specific public information. Now 12,000 users could rapidly locate pertinent information and easily identify connections and trends across more than 1 billion records and documents. This solution delivers annualised efficiencies and savings of over $11 million per annum.

Within this organisation, ECI enables a broad enterprise capability to connect and enrich across all datasets of corporate value, and aggregate views across these disparate data sets, to deliver insight to users that will further drive reduced operating costs. It empowers staff to make data-driven decisions.

For our client, the implementation of ECI saw a fundamental shift in the operational paradigm from one of complexity and inefficiency caused by overwhelming amounts of data, to one of effectiveness due to insight and knowledge.